Record all consumer complaints as set out in the Customer Service RIGs

Complaints concerning
connections Complaints concerning
quotations or pre- the delivery of
quotation enquiries connections services Complaints concerning
(including supply (including supply loss of supply (planned
upgrades and service upgrades and service and unplanned) and All other complaints
alterations)* alterations)** emergency situations ***
Number of telephone complaints received
Number of written complaints received
(including letters, emails, texts)
Total complaints received 0 0 0 0
Number of complaints resolved by the end of
the first working day after which the
complaint was received (day+1)
Percentage of complaints outstanding after
day+1 0.00% 0.00% 0.00% 0.00%
Number of complaints resolved between
day+2 and 31 calendar days
Percentage of complaints outstanding after
31 calendar days 0.00% 0.00% 0.00% 0.00%
Number of repeated complaints
Percentage of repeated complaints 0.00% 0.00% 0.00% 0.00%
Total number of deadlock letters issued by
the DNO to the complainant on or before 8
weeks

Number of complaints taken up within

Ombudsman terms of reference
 Number of complaints taken up outside
Ombudsman terms of reference

Total number of complaints taken up by the

Ombudsman for resolution (i.e. number of
forms completed as reported by TOSL inside
and outside of the terms of reference)
0 0 0 0
Number of final decisions issued by the
Ombudsman
Total number of awards made by the
Ombudsman (financial, non-financial and
both) to the complainant
% of final decisions in favour of complainant 0.00% 0.00% 0.00% 0.00%
* - This could include connection charges, delays in issuing quotations and general front end customer service amongst other things
** - This could include delays in the delivery of physical works, quality of workmanship issues and customer service post acceptance of the
quotation amongst other things
*** - This could include any other complaint
Record all consumer complaints as set out in the Customer Service RIGs

Complaints concerning
connections Complaints concerning
quotations or pre- the delivery of
quotation enquiries connections services Complaints concerning
(including supply (including supply loss of supply (planned
upgrades and service upgrades and service and unplanned) and All other complaints
alterations)* alterations)** emergency situations ***
Number of telephone complaints received
Number of written complaints received
(including letters, emails, texts)
Total complaints received 0 0 0 0
Number of complaints resolved by the end of
the first working day after which the
complaint was received (day+1)
Percentage of complaints outstanding after
day+1 0.00% 0.00% 0.00% 0.00%
Number of complaints resolved between
day+2 and 31 calendar days
Percentage of complaints outstanding after
31 calendar days 0.00% 0.00% 0.00% 0.00%
Number of repeated complaints
Percentage of repeated complaints 0.00% 0.00% 0.00% 0.00%
Total number of deadlock letters issued by
the DNO to the complainant on or before 8
weeks

Number of complaints taken up within

Ombudsman terms of reference
 Number of complaints taken up outside
Ombudsman terms of reference

Total number of complaints taken up by the

Ombudsman for resolution (i.e. number of
forms completed as reported by TOSL inside
and outside of the terms of reference)
0 0 0 0
Number of final decisions issued by the
Ombudsman
Total number of awards made by the
Ombudsman (financial, non-financial and
both) to the complainant
% of final decisions in favour of complainant 0.00% 0.00% 0.00% 0.00%
* - This could include connection charges, delays in issuing quotations and general front end customer service amongst other things
** - This could include delays in the delivery of physical works, quality of workmanship issues and customer service post acceptance of the
quotation amongst other things
*** - This could include any other complaint
Record all consumer complaints as set out in the Customer Service RIGs

Complaints concerning
connections Complaints concerning
quotations or pre- the delivery of
quotation enquiries connections services Complaints concerning
(including supply (including supply loss of supply (planned
upgrades and service upgrades and service and unplanned) and All other complaints
alterations)* alterations)** emergency situations ***
Number of telephone complaints received
Number of written complaints received
(including letters, emails, texts)
Total complaints received 0 0 0 0
Number of complaints resolved by the end of
the first working day after which the
complaint was received (day+1)
Percentage of complaints outstanding after
day+1 0.00% 0.00% 0.00% 0.00%
Number of complaints resolved between
day+2 and 31 calendar days
Percentage of complaints outstanding after
31 calendar days 0.00% 0.00% 0.00% 0.00%
Number of repeated complaints
Percentage of repeated complaints 0.00% 0.00% 0.00% 0.00%
Total number of deadlock letters issued by
the DNO to the complainant on or before 8
weeks

Number of complaints taken up within

Ombudsman terms of reference
 Number of complaints taken up outside
Ombudsman terms of reference

Total number of complaints taken up by the

Ombudsman for resolution (i.e. number of
forms completed as reported by TOSL inside
and outside of the terms of reference)
0 0 0 0
Number of final decisions issued by the
Ombudsman
Total number of awards made by the
Ombudsman (financial, non-financial and
both) to the complainant
% of final decisions in favour of complainant 0.00% 0.00% 0.00% 0.00%
* - This could include connection charges, delays in issuing quotations and general front end customer service amongst other things
** - This could include delays in the delivery of physical works, quality of workmanship issues and customer service post acceptance of the
quotation amongst other things
*** - This could include any other complaint
Record all consumer complaints as set out in the Customer Service RIGs

Complaints concerning
connections Complaints concerning
quotations or pre- the delivery of
quotation enquiries connections services Complaints concerning
(including supply (including supply loss of supply (planned
upgrades and service upgrades and service and unplanned) and All other complaints
alterations)* alterations)** emergency situations ***
Number of telephone complaints received
Number of written complaints received
(including letters, emails, texts)
Total complaints received 0 0 0 0
Number of complaints resolved by the end of
the first working day after which the
complaint was received (day+1)
Percentage of complaints outstanding after
day+1 0.00% 0.00% 0.00% 0.00%
Number of complaints resolved between
day+2 and 31 calendar days
Percentage of complaints outstanding after
31 calendar days 0.00% 0.00% 0.00% 0.00%
Number of repeated complaints
Percentage of repeated complaints 0.00% 0.00% 0.00% 0.00%
Total number of deadlock letters issued by
the DNO to the complainant on or before 8
weeks

Number of complaints taken up within

Ombudsman terms of reference
 Number of complaints taken up outside
Ombudsman terms of reference

Total number of complaints taken up by the

Ombudsman for resolution (i.e. number of
forms completed as reported by TOSL inside
and outside of the terms of reference)
0 0 0 0
Number of final decisions issued by the
Ombudsman
Total number of awards made by the
Ombudsman (financial, non-financial and
both) to the complainant
% of final decisions in favour of complainant 0.00% 0.00% 0.00% 0.00%
* - This could include connection charges, delays in issuing quotations and general front end customer service amongst other things
** - This could include delays in the delivery of physical works, quality of workmanship issues and customer service post acceptance of the
quotation amongst other things
*** - This could include any other complaint
Record all consumer complaints as set out in the Customer Service RIGs

Complaints concerning
connections Complaints concerning
quotations or pre- the delivery of
quotation enquiries connections services Complaints concerning
(including supply (including supply loss of supply (planned
upgrades and service upgrades and service and unplanned) and All other complaints
alterations)* alterations)** emergency situations ***
Number of telephone complaints received 0 0 0 0
Number of written complaints received
(including letters, emails, texts) 0 0 0 0
Total complaints received 0 0 0 0
Number of complaints resolved by the end of
the first working day after which the
complaint was received (day+1) 0 0 0 0
Percentage of complaints outstanding after
day+1 0.00% 0.00% 0.00% 0.00%
Number of complaints resolved between
day+2 and 31 calendar days 0 0 0 0
Percentage of complaints outstanding after
31 calendar days 0.00% 0.00% 0.00% 0.00%
Number of repeated complaints 0 0 0 0
Percentage of repeated complaints 0.00% 0.00% 0.00% 0.00%
Total number of deadlock letters issued by
the DNO to the complainant on or before 8
weeks 0 0 0 0

Number of complaints taken up within

Ombudsman terms of reference

0 0 0 0
 Number of complaints taken up outside
Ombudsman terms of reference 0 0 0 0

Total number of complaints taken up by the

Ombudsman for resolution (i.e. number of
forms completed as reported by TOSL inside
and outside of the terms of reference)
0 0 0 0
Number of final decisions issued by the
Ombudsman 0 0 0 0
Total number of awards made by the
Ombudsman (financial, non-financial and
both) to the complainant 0 0 0 0

% of final decisions in favour of complainant 0.00% 0.00% 0.00% 0.00%

* - This could include connection charges, delays in issuing quotations and general front end customer service amongst other things
** - This could include delays in the delivery of physical works, quality of workmanship issues and customer service post acceptance of the
quotation amongst other things
*** - This could include any other complaint